Automatically Close Idle Chat Conversations in BoldDesk
The Auto-Close feature in BoldDesk automatically closes idle chat conversations after a specified inactivity period.
Benefits:
- Reduces manual workload.
- Keeps chat queues organized.
- Improves efficiency and agent productivity.
Key Capabilities
- Configurable Inactivity Timer: Close conversations after a set time (minimum 3 minutes, maximum 24 hours).
- Workflow Integration: Auto-close chats triggered by workflows if inactive.
- AI & Agent Handling: Close chats assigned to AI or human agents after prolonged inactivity.
- Queue Optimization: Remove stale conversations to maintain active support focus.
How to Enable Auto Close Feature
This feature enables you to automatically close conversations based on the following general settings enabled.
Steps
-
Navigate to Admin → Chat → Chat Automation → Auto Close.
-
Toggle Auto Close to Enable.
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Set the Inactivity Timer:
You may specify a minimum duration of 3 minutes and a maximum duration of 24 hours. -
Configure General Settings for auto-close behavior.
Chat Auto Close General Settings
For the general settings mentioned above, chats are classified as follows;
Chat Handled by Workflow
If enabled, this automatically closes inactive chats after a specified timeout, triggered by workflow events like conversation start, transferred from AI to agent, or sticky button clicks.
| Chat handled by workflow Setting | Definition |
|---|---|
| Conversation Created | If this setting is enabled and a newly created conversation remains inactive for a specified time, it will be automatically closed. |
| Transferred from AI to Agent | If this setting is enabled and a conversation transferred from AI to a human agent remains inactive for a specified time, it will be automatically closed. |
| Sticky Button Clicked | If the auto close is enabled for this setting and a sticky button process remains inactive for a specified time, it will be automatically closed. |
Chat is Assigned to AI
If this auto close general setting is enabled and a conversation assigned to AI remains inactive for a specified time, it will automatically be closed.
Chat is Handled by an Agent
If you enable this setting and a conversation handled by a human agent remains inactive for a specified time, it will automatically be closed.
Auto Close Chat Permission
To be able to manage the auto close chat feature, agents require Admin permission to manage chat workflows.
Best Practices
- Use shorter inactivity timers for high-volume support environments.
- Combine Auto-Close with workflow automation for seamless queue management.
- Regularly review closed conversations for quality assurance.
Frequently Asked Questions (FAQs)
Q1: What is the minimum and maximum inactivity time?
A: Minimum 3 minutes, maximum 24 hours.
Q2: Does Auto-Close work for AI and human agents?
A: Yes, if enabled in General Settings.
Q3: Can Auto-Close be applied to workflow-triggered chats?
A: Yes, for events like conversation creation, AI transfer, or sticky button clicks.
Q4: Do I need special permissions?
A: Yes, Admin permission for managing chat workflows.
